From user experience to customer experience

We’ve entered the Age of the Customer — an era where a focus on customers matters more than any other strategic business imperative. With this shift, the business discipline of customer experience (CX) has emerged. There are very real and beneficial connections between CX and user experience (UX) — however, there’s been little to no convergence to date.

Few people in the CX space talk about (let alone understand) UX, and the UX world seems largely disinterested in non-digital touchpoints. UX professionals are poised to flourish in the age of the customer. But customer experience is charging ahead — with or without you — and to succeed you’ll need to align your work with broader CX initiatives.